Technical Customer Support at WP Rocket - Remote

wpmedia

Customer Service & Support

IT & Telecoms USh Confidential
New
1 week ago

Job Summary

We are looking for a friendly person in love with customer support to join the Support Tier 2 team for our website optimization plugin WP Rocket

  • Minimum Qualification:Bachelor
  • Experience Level:Entry level
  • Experience Length:2 years

Job Description/Requirements

Description

Do you like troubleshooting WordPress issues and answering technical questions? Do you always like to document yourself precisely before giving advice? Are you able to maintain a friendly and professional communication that invites people to trust you?

If you answered yes to these questions, we are sure this position will sound super exciting to you. 

We are looking for a friendly person in love with customer support to join the Support Tier 2 team for our website optimization plugin WP Rocket 

Keep reading for more details! 


Become Our Next Customer Happiness Teammate!

Working on Technical Support at WP Rocket means assisting our customers with their technical issues related to WP Rocket and answering their performance-related questions.

WP Rocket is a premium caching plugin for WordPress used by +2,500,000 websites and +250,000 customers worldwide. Our plugin makes sites go at the speed of light in just a few clicks. We love to make our customers’ lives easier, which is why WP Rocket applies key best web performance practices right upon activation.

You will join our Support team, we work remotely, and our support teammates live all around the World

Every day, you will work closely with the rest of our Customer Support team and with our Developers.

What You Will Be Doing:

In your everyday job in Technical Support, you should, first of all, enjoy connecting with people!

Here is a list describing the tasks involved in this position (do you happen to like making lists? So do we!):

  • You will provide friendly and professional technical support to our customers via email (we use HelpScout): you will answer questions from both technical and non-technical users, and troubleshoot problems.
  • You'll also be handling the more technical support tickets we get. These Level 2 tickets involve debugging PHP, identifying bugs, provide our more technical customers with guidance on how to use our functions and hooks, and more.
  • Your invaluable feedback to the development and product team will help improve our customers’ experience.
  • You will contribute to the plugin documentation by creating and updating content.
  • You will report issues on GitHub
What Do You Need To Excel at This Job:

Strong previous experience in customer service.

One of the key aspects of this job is assisting people with WP Rocket and with website optimization. You are patient and empathic. Questions don't intimidate you, because you love finding answers to even the most bizarre queries!

Know the basics of web performance.

We will train you for this, and we will always have your back, don’t worry, but an understanding of web performance is preferred.

Know WordPress and some coding.

WordPress has no secrets for you, but you always follow its evolution and love to test new features. You have an excellent understanding of HTML and PHP, and know some JavaScript (but this is just a bonus point).
You must be comfortable using WordPress hooks and writing code snippets.
Ideally you have several experiences with WordPress development (custom plugins, themes, plugin API, etc).

Our hiring process includes a technical test where you have to write a custom WordPress plugin.

Be a proficient troubleshooter.
You love solving problems and getting to the heart of an issue. You’re able to communicate the steps you took and summarize the problem to help customers and teammates understand it.

Being yourself.

The WP Rocket team is diverse and composed of people from all over the world. Respect, collaboration, and inclusivity are some of our core values (more on this below). Every day of work is an exciting opportunity to get in touch with fantastic people who will enrich your cultural and professional background.

Proficient knowledge of English.

You will need to be able to write and communicate in English effectively, respectfully, and professionally.
If you also know French, don’t hesitate to specify it in your application: this is a great plus (not mandatory, though!) since part of our team and many of our customers come from France.


Do you want to know three other things we appreciate about our candidates?
  • Previous freelance or remote job experience.
    Slack will be your virtual office, where all the life of the company takes place.
  • The involvement in the WordPress community.
    We support our teammates to attend and/or speak at WordCamps, and to volunteer within the community.
  • Love for cats or Corgis! What would our working days be without our four-legged friends?
What You Should Know About Our Company: WP Media

Founded in 2014 in the beautiful Lyon, France, WP Media is an equal opportunity employer with a distributed team of +35 teammates living around the world.

Our plugin makes sites go at the speed of light in just a few clicks. We love to make our customers’ lives easier, which is why WP Rocket applies key best web performance practices right upon activation.

Do We Share the Same Values?

Mutual respect, collaboration, and inclusivity.

These are the fundamental values that support our life as a team.

Healthy balance between work and private life.

We encourage our employees to enjoy their family and their hobbies with flexible working hours and minimum vacation policy (you should take a minimum of 5 weeks per year: really, we don’t count them!)

We care about the work you do, not about the hours you sit at your desk.

You can organize your working day with flexible working hours. There are no time cards to stamp, just customers to make happy and friendly teammates to work with!

Transparent culture.


We have a public salary grid. Once a year, when the company does well, we share our profits with the team in the form of bonuses.

Perks and benefits

We want the people on our team to feel that they always receive what they need to shine. This is why we offer:

  • Budget for setting up your home office
  • Monthly budget for your remote-work expenses
  • Free books and Kindle

We like to see each other in person whenever possible.

Every year, we organize a trip with the whole team and spend a week of coworking and fun activities together.


To give you an idea, so far we have traveled to Spain, Portugal, and Mexico:

Now that we've told you so much about us, it's your turn. 

Let us know why you would like to become our next Customer Happiness teammate and why you think you are the person we are looking for.

We can’t wait to receive your application! 


How to apply.

Click on the 'Apply Here' section to be redirected to the application portal.


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